Restructure omni services and add Chatwoot research snapshot

research/chatwoot/enterprise/app/services/voice/call_status/manager.rb

@@ -0,0 +1,66 @@
+class Voice::CallStatus::Manager
+  pattr_initialize [:conversation!, :call_sid]
+
+  ALLOWED_STATUSES = %w[ringing in-progress completed no-answer failed].freeze
+  TERMINAL_STATUSES = %w[completed no-answer failed].freeze
+
+  def process_status_update(status, duration: nil, timestamp: nil)
+    return unless ALLOWED_STATUSES.include?(status)
+
+    current_status = conversation.additional_attributes&.dig('call_status')
+    return if current_status == status
+
+    apply_status(status, duration: duration, timestamp: timestamp)
+    update_message(status)
+  end
+
+  private
+
+  def apply_status(status, duration:, timestamp:)
+    attrs = (conversation.additional_attributes || {}).dup
+    attrs['call_status'] = status
+
+    if status == 'in-progress'
+      attrs['call_started_at'] ||= timestamp || now_seconds
+    elsif TERMINAL_STATUSES.include?(status)
+      attrs['call_ended_at'] = timestamp || now_seconds
+      attrs['call_duration'] = resolved_duration(attrs, duration, timestamp)
+    end
+
+    conversation.update!(
+      additional_attributes: attrs,
+      last_activity_at: current_time
+    )
+  end
+
+  def resolved_duration(attrs, provided_duration, timestamp)
+    return provided_duration if provided_duration
+
+    started_at = attrs['call_started_at']
+    return unless started_at && timestamp
+
+    [timestamp - started_at.to_i, 0].max
+  end
+
+  def update_message(status)
+    message = conversation.messages
+                          .where(content_type: 'voice_call')
+                          .order(created_at: :desc)
+                          .first
+    return unless message
+
+    data = (message.content_attributes || {}).dup
+    data['data'] ||= {}
+    data['data']['status'] = status
+
+    message.update!(content_attributes: data)
+  end
+
+  def now_seconds
+    current_time.to_i
+  end
+
+  def current_time
+    @current_time ||= Time.zone.now
+  end
+end